U.S. patent number 6,430,175 [Application Number 09/073,036] was granted by the patent office on 2002-08-06 for integrating the telephone network and the internet web.
This patent grant is currently assigned to Lucent Technologies Inc.. Invention is credited to Troy Eric Echols, John P. Gesslein, Jr., Paul David Ksiazek.
United States Patent |
6,430,175 |
Echols , et al. |
August 6, 2002 |
Integrating the telephone network and the internet web
Abstract
A method and apparatus for utilizing an Internet web server to
direct the processing of operator assistance type calls. A
Telephony web browser is connected to a switch to receive customer
signals over a voice channel and switch signals over a data
channel. Responsive to receipt of inputs over the voice and data
channels, the telephony web browser generates a request comprising
a uniform resource locator (URL) segment which is transmitted to a
web server. The web server responds with a Hypertext Markup
Language (HTML) page which the telephony web browser converts into
a request to the switch to establish the call connection. The
telephony web browser can also control visual display to an
operator work station for calls wherein the work station controls
the call.
Inventors: |
Echols; Troy Eric (Bolingbrook,
IL), Gesslein, Jr.; John P. (Naperville, IL), Ksiazek;
Paul David (Hoffman Estates, IL) |
Assignee: |
Lucent Technologies Inc.
(Murray Hill, NJ)
|
Family
ID: |
22111333 |
Appl.
No.: |
09/073,036 |
Filed: |
May 5, 1998 |
Current U.S.
Class: |
370/352; 370/410;
370/522; 379/900 |
Current CPC
Class: |
H04L
29/06027 (20130101); H04M 3/4938 (20130101); H04M
3/51 (20130101); H04Q 3/0045 (20130101); H04L
65/1043 (20130101); H04L 65/1069 (20130101); H04L
65/4007 (20130101); H04L 67/02 (20130101); H04M
7/1295 (20130101); H04L 69/329 (20130101); Y10S
379/90 (20130101) |
Current International
Class: |
H04Q
3/00 (20060101); H04L 29/06 (20060101); H04M
3/51 (20060101); H04M 3/50 (20060101); H04M
7/00 (20060101); H04M 3/493 (20060101); H04M
3/487 (20060101); H04L 29/08 (20060101); H04L
012/66 () |
Field of
Search: |
;370/352,354,355,356,522,524,410 ;379/900 |
References Cited
[Referenced By]
U.S. Patent Documents
|
|
|
5889774 |
March 1999 |
Mirashrafi et al. |
5995606 |
November 1999 |
Civanlar et al. |
6026087 |
February 2000 |
Mirashrafi et al. |
6031904 |
February 2000 |
An et al. |
6078581 |
June 2000 |
Shtivelman et al. |
|
Primary Examiner: Nguyen; Chau
Assistant Examiner: Mehra; Inder Pal
Attorney, Agent or Firm: Ulrich; Werner
Claims
What is claimed is:
1. Apparatus for controlling establishment of a telephone call
connection, comprising: a telephone switch; a telephony web
browser; and a web server; said telephony web browser connected to
said switch by voice channels and a data channel; said telephony
web browser connected to said web server by a data channel; said
switch responsive to a customer request for establishing said
telephone call connection for requesting said telephony web browser
to generate requests comprising a resource locator segment for
transmission to said web server; said web server responsive to
requests containing said resource locator segment for responding
with a page; said telephony web browser responsive to contents of
said page received from said web server for transmitting a request
over said data channel to said switch to establish a connection;
said switch responsive to said request for controlling
establishment of said connection.
2. The apparatus of claim 1 wherein said telephony web browser
comprises: a speech processing and announcement server for
generating announcements to be played to a telephone user and for
collecting DTMF (Dual Tone Multi-Frequency) signals from said user;
said telephony web browser further comprising a switch/web
interface for converting signals received by said speech processing
and announcement server into a resource locator request.
3. The apparatus of claim 2 further comprising: an operator work
station with visual web browser connected to said switch and to
said web server; said operator work station equipped with a visual
web browser for generating requests comprising a resource locator
to said web server, and responsive to pages received from said web
server for generating a display to instruct an operator at said
operator work station to perform appropriate call control
functions.
4. The apparatus of claim 1 wherein said resource locator is a URL
(uniform resource locator).
5. The apparatus of claim 1 wherein said page is an HTML (Hypertext
markup language) page.
6. In a telephone switch adapted to establish operator assistance
type calls, a method of controlling establishment of a telephone
call connection comprising the steps of: transmitting a customer
request for establishing said telephone call connection to a
serving switch; responsive to receipt of said customer request,
transmitting data commands to a telephony web browser over a voice
or data channel; said telephony web browser, responsive to receipt
of said commands, generating and transmitting requests comprising a
resource locator segment to a web server for responding with a page
of text; said telephony web browser responsive to said page of text
received from said web server, for transmitting a request over said
data channel to said switch to control establishment of a telephone
call connection; and said switch responsive to said request for
controlling establishment of said connection.
7. The method of claim 6 further comprising the steps of: said
telephony web browser generating announcements to be played to a
telephone user; said telephony web browser collecting DTMF (Dual
Tone Multi-Frequency) signals from said user; and said telephony
web browser converting signals received over said voice and data
channels into a resource locator request.
8. The method of claim 7 further comprising the steps of:
connecting an operator work station with visual web browser to said
switch and to said web server; said operator work station
generating requests comprising a resource locator to said web
server; and said operator work station, responsive to pages
received from said web server, generating a display to instruct an
operator at said operator work station to perform appropriate call
control functions.
9. The apparatus of claim 1, wherein each telephony web browser
further transmits another request; said switch responsive to said
another request to further control said telephone call connection.
Description
TECHNICAL FIELD
This invention relates to apparatus and methods for offering
telephone services using the Internet to access web pages for
implementing the services problem.
Problem
Recently there has been much talk and some action to implement
arrangements for permitting Internet customers to bypass the
telephone network and communicate directly using the Internet. In
addition, the local telephone system is frequently used as the
arrangement for accessing the Internet. However, aside from these
two examples, the operations of the Internet and the public
switched telephone network have tended to remain separate. As a
result, the telephone network has not been able to take full
advantage of the powerful capabilities of the Internet.
Solution
The above problem is solved and an advance is made over the
teachings of the prior art in accordance with this invention
wherein telephone callers are connected through switches and the
switches are connected through interface equipment with appropriate
data stored in an Internet accessed web page. The data found in the
web page can be used to control the establishment of telephone
connections, to request further directive data from callers, and to
return desired data to the callers. For example, this arrangement
can be used to provide advanced operator assistance and directory
assistance service through successive menus announced based on data
from a web page. Control data from the web page can be used to
establish operator assistance type telephone connections. The web
server can request the switch to establish a connection to a
telephone number that has either been previously dialed into the
switch by the telephone customer or has been dialed to the
telephone resource and forwarded to the web server.
In one preferred embodiment, a telephone user is connected to a
telephone switch. This switch is connected internally or externally
to a telephony web browser which selects a web server for providing
data. The telephony web browser includes a speech processing
announcement server which is connected by voice trunks to the
switch. The telephone initially communicates with the switch to
request service from a web server; in the preferred embodiment,
this initial communication is via an "800" number. Thereafter, the
telephone resource communicates with a web server through a data
connection, and communicates with the telephone through a telephony
web browser connected to the telephone by a voice band trunk. The
telephone user can communicate with the telephone resource either
through dual tone multi-frequency (DTMF) signals or speech input
and the speech processing and announcement server communicates with
the telephone customer through announcements reflecting the data
received from the web server, i.e., the web page. Advantageously,
this arrangement allows menu data to be presented to the telephone
user and allows the telephone user to select the appropriate menu
items or provide proper form input presented in the web page
provided by the web server.
When accessed over a telephone line using a telephony web browser,
an audio controlled browser, the telephony web browser interprets
the HTML (Hypertext Markup Language) output of the web service in a
way that is suitable for audio presentation. When used to provide
operator services, the web service can be used to drive the
telephony web browser to collect digits and play announcements, and
can, via the telephony browser, drive the switch for establishing
connections. These individual commands can be combined to offer
automated collect and automated calling card services. Call control
is specified at the web service level using HTML markups created
for the purpose of call control. These markups are understood by
the telephony web browser and where appropriate, converted in the
speech processing and announcement server into audio announcements.
The telephony web browser interprets the HTML generated by the web
service and converts HTML call control elements to call control
elements understood by the switch.
In addition, an operator position may be connected through its own
web browser to the web server. The web server can then communicate
with the operator position through data displays, (i.e., web pages)
and the operator position can send web request data representing
operator keystrokes to the web server. Services that are accessed
using a visual web browser, e.g., from an operator terminal, may
interact with the service as a typical web service. The web service
can also drive the operator terminal interface.
BRIEF DESCRIPTION OF THE DRAWING
FIG. 1 a is block diagram illustrating the operation of Applicants'
invention; and
FIGS. 2-5 are flow charts illustrating the operation of Applicants'
invention with respect to a specific application, an automated
operator assistance service.
DETAILED DESCRIPTION
FIG. 1 is a block diagram illustrating the operation of applicants'
invention. In this example, it is assumed that telephone station 1
connected to switch 10 wishes to be connected to telephone station
3 via the public switched telephone network 33. In doing so,
telephone station 1 is not dialing a simple plain old telephone
service (POTS) call wherein the caller dials a number and is then
connected to the called party, but is using what has come to be
known as operator type services. These include the use of a calling
card so that an entity other the calling telephone is charged for
the call; arranging that a third party be billed for a call;
placing a collect call; perhaps placing a call requiring high grade
transmission facilities, etc. Many years ago all such specialized
calls required the intervention of an operator at an operator
position, but more recently, many such functions have been partly
or fully automated.
The switch is connected to a number of specialized facilities. The
first is an operator work station 11 having a visual display for
communicating with data processors and having a voice interface for
communicating with a caller. The operator work station is connected
to the switch by a basic rate interface (BRI), i.e., a standard
integrated services digital network (ISDN) interface having two
voice or data channels (B channels) and 1 control channel (D
channel). In accordance with the principles of applicants'
invention, the work station is connected via an intra-net network
with a web server 21 and a web/proxy server 29. The web server 21
communicates with the work station 11 using HTML (Hyper Text
Mark-Up Language), a standard language for communicating from web
servers to web browsers. The operator work station 11, which is
equipped with the software providing a visual display web browser
communicates with web server 21 using the hypertext transfer
protocol (HTTP) and contains a request for a uniform resource
locator (URL) identifier used by web browsers to access web
servers. Based on information received orally from the caller at
station 1 or on control information such as the number dialed by
caller one and/or caller one's number as determined by automatic
number identification as received from switch 10 over the control
channel of the connecting BRI or over the connection to the web
server 21, which inputs are either heard by the operator or
displayed at the visual monitor of station 11 in response to the
control signals sent from switch 10 or from the web server 21, the
operator makes a request which is interpreted by the visual web
browser software in work station 11, and is sent as a request to
web server 21. In response to this request, the web server sends
back a message in HTML which message is displayed on the monitor of
station 11. The request may be in the form of a blank or partly
filled out form for which the operator is to supply requested
information. The requested information is either obtained orally
from the caller or obtained from switch or based on information
already received from the switch. When the form is completed, a
second request is sent to the web server 21 in an HTTP message. The
HTTP request includes a new URL request type coupled with the data
of the filled out form. The server 21 responds with another HTTP
message containing an HTML page which when displayed to the
operator tells the operator how the call is to be processed.
To process operator assistance calls automatically, the OSPS switch
10 is also connected to a telephony web browser 15. The telephony
web browser interfaces with callers through announcement to the
caller and through the recognition of speech commands, and dual
tone multi-frequency (DTMF) signals keyed by the caller. The
telephony web browser also communicates with the OSPS switch
through the exchange of signaling messages. The telephony web
browser comprises a speech processing and announcement server 19
for interfacing with telephone users and with switch 10 while the
switch/web interface interfaces with the web server 21. The speech
processing and announcement server (SPAS) 19 is connected to switch
10 by a T1 carrier connection for carrying voice channels and a
data link for carrying signaling messages in the TCP/IP (Transport
Control Protocol) (layer 4)/(Internet Protocol (layer 3). In
Applicants' preferred embodiment, the SPAS is a (Conversant.RTM.)
system model CVIS which interfaces directly with a T1 carrier
stream and can process the 24 channels of a T1 carrier stream in
parallel. The switch web interface (SWI) 17 is a browser for
sending call control signals to SPAS 19 which signals direct the
SPAS to perform a speech processing function (synthesizing or
recognizing speech or dual tone multifrequency (DTMF) tones). The
SPAS then generates an output message to web server 21. The message
contains a uniform resource locator (URL) identification; the web
server 21 responds with a HTTIP message containing an HTML segment
converted by SWI 17 into control requests for the SPAS 19. The
control requests include requests to play an announcement to the
caller and to collect speech and/or DTMF commands from the caller.
Web server 21 can request information from telephone network data
base 25 either directly through the CCS7 network 23 or by passing a
request for such information through the telephony web browser to
the switch, and having the switch obtain the information through
the CCS7 network 23, and return the requested information via the
telephony web browser to web server 21. The direct approach, i.e.,
directly from web server 21 to CCS7 network 23, is preferable, but
in some cases the use of a special interface between switch 10 and
network data base 25 can allow web server 21 to access the required
data indirectly without requiring the web server to implement the
special interface already implemented on switch 10.
FIGS. 2-4 are flow charts illustrating the operation of Applicants'
invention, in this case for implementing a general operator
assistance service. An example of such a service is AT&T's "800
CALLATT.SM.") service which has been implemented using more
conventional approaches. The advantage of implementing this service
using a web server is that new features can be added to the general
operator assistance service more readily and that additional data
bases accessible via the Internet can be used to enhance the
service. For example, the data base of a new calling card vendor
can be readily accessed without requiring new software in the
switch. For operator service features, changes can be readily
implemented by changes or additions in an HTML page without
requiring software changes in the switch. The changes, for example,
changes in the order or content of prompting announcements, can be
used for automated calls or operator-handled calls; a single set of
HTML pages can serve both purposes.
FIGS. 2-4 show the processing of a call using only the automated
equipment and FIG. 5 shows the processing of the call when the use
of automated equipment is inadequate and the call is routed to an
operator work station 11. This could happen, for example, if the
caller persists in entering an incorrect calling card number. The
call is initiated when the caller dials "1-800-224-4288"
(1-800-CALL-ATT). (The term "8XX" is used for 800, 888 and other
future toll free prefixes). This call is then routed on the basis
of the dialed number to a switch equipped with operator service
position service (OSPS). (Action Block 201, FIG. 3). The switch
determines, based on the dialed number, that the desired service
resides on the web server 21. (Action Block 202). The switch
establishes a connection with the telephony web browser 15, and
provides the necessary call information to that unit (Action Block
203). The telephony web browser converts the call information into
a uniform resource locator (URL) identifier for the call ATT web
service (Action Block 204). The switchweb interface requests the
appropriate web page from the web server using the URL. The URL is
used to retrieve a Common Gateway Interface (CGI) script which
activates a web server process to run the script (Action Block
205). Alternatively, arrangements for implementing interactive web
services, such as active server pages, server side Javascripts, or
servlets can be used to run the script. The CALLATT web service
returns an HTML page/form to the switch/web interface containing: a
request to play the call CALLATT front end menu, a request to
collect the user's selection (Action Block 206). The switch/web
interface interprets the HTML form and requests the SPAS to play
the opening announcement for call ATT. The SPAS collects the
callers menu selection and passes this information to the switchweb
interface which packages the new input and call information into a
new URL which is transmitted to the web server (Action Block 207,
FIG. 3).
The CALLATT web service analyzes the callers selection as received
in the new URL and starts the appropriate service script for that
selection (Action Block 208). Assuming that caller card billing was
selected, the web service returns an HTML page/form to the
switch/web interface containing a request to play a prompt for a
forward number (called number), a request to collect a forward
number using DTMF (a digit string of length "n"). The switch/web
interface interprets the HTML form by causing the SPAS to play the
appropriate announcement. The SPAS collects end digits, and passes
this information to the switch/web interface which uses this
information to generate a new URL (Action Block 209). The web
server analyzes the DTMF input (received in the URL), and
determines if it is valid or if error handling should be provided.
If the forward number is valid, the web service returns another
HTML page/form to the switch/web interface containing: a request to
play prompt for a card number, a request to collect a card number
using DTMF (a string of length "n"), (Action Block 210). The
switch/web interface interprets the HTML form and causes the SPAS
to play the announcement and collect the n digits. When these
digits have been collected, all of the new input and call
information is packaged into a new URL by the switch/web interface
(Action Block 211, FIG. 4). The web server analyzes the DTMF input
received in the new URL and determines if it is in proper form, or
if error handling should be provided. If the card number is in
proper form, the web service returns another HTML page/form to the
switchweb interface containing the destination and contents of the
query and a request to validate the card number (Action Block 212).
The switch/web interface interprets the HTML form and causes the
SPAS to request that the switch perform the appropriate query. When
the switch has performed the query and transmitted the results to
the SPAS, the switch/web interface packages all of the new input
and call information into a new URL (Action Block 213). The web
server analyzes the data in the new URL, and determines whether the
call may be completed or if error handling should be provided. If
the call may be completed, the web service returns another HTML
page/form to the switch/web interface containing a request to
complete the call (Action Block 214). The switch/web interface
interprets the new HTML form and causes the SPAS to request that
the switch complete the call (Action Block 215).
In this example, the switch performs the query required to validate
a calling card number. This is done in order to take advantage of
the extensive software already in existence in operator switches to
perform such a query. At some later time, it may be desirable to
use the more direct approach of sending the query directly from the
web server to an appropriate data base. This option further has the
advantage of allowing data bases attached to the Internet to be
queried for data bases such as data base 26 attached to a local or
wide area network of an Intranet to be queried.
Data base 26, accessible via Intranet 27 is also used to provide
data not available to web server 21, which data is not necessarily
related to the telephone network data base 25. For example, data
base 26 may contain additional directory assistance type
information such as a 9 digit zip code not available in the
telephone network data base 25. Web server 29 is not restricted to
telephone applications, but is a more general web server. It is
accessed by Internet user 5 via Internet 31. For cases in which a
caller has both the telephone and an Internet terminal, the web
functions of web server 29 can be invoked at the same time as the
functions of web server 21, and messages between the two can be
exchanged.
FIG. 5 illustrates the actions performed for a call requiring the
use of the operator. This may be because the caller is incapable of
communicating correctly with the telephony web browser (language
difficulties, inarticulate speech call situation too complex for
the telephony web browser), or it may be if for example, the caller
makes a persistent mistake in specifying either the called number
or a calling card number. In either case, the telephony web browser
requests the switch to establish a connection to an operator work
station (Action Block 301). The switch connects an idle operator
work station and sends the call to that work station with an
indication of the service to be accessed by the operator (Action
Block 302). The switch seizes the operator work station and brings
up the web browser on that work station and provides that work
station with the URL identification of the call, and the type of
service indicated for that call. The switch tells the telephony web
browser that an operator has been attached, and the telephony web
browser informs the web service of this event through a URL request
(Action Block 303). The web server receives the URL request and
returns an HTML page to the operator's browser, the page containing
the CALLATT front-end menu (Action Block 304). The operator selects
calling card service from the menu displayed in the browser. This
results in the URL request being sent to the web server requesting
calling card service (Action Block 305). The calling card web
service returns an HTML page to the operator's browser containing a
form requesting a forward number (Action Block 306). The operator
fills out the form based upon the caller's input (Action Block
307). The subsequent steps are similar to the steps performed by
the telephony web browser, but are under the control of the
operator who is able to interact more effectively with the
caller.
Below are two examples of HTML web pages. The first is for
controlling the process of collecting the forward number (i.e., the
called number); the second is for completing the call:
Example: Forward Number Collection Form <HTML>
<HEAD><TITLE>Forward Number Collection
Form</TITLE></HEAD> <BODY> <FORM
NAME="CollectForwardNumberDigits"
METHOD="POST"ACTION="/CGI-bin/processForwardNumber"> <A
NAME="PMLIVR"></A> <AUDIO MV ARSRC=msg> <INPUT
NAME=digits MAXLENGTH=numDigits TIMEOUT=5 VALUE=""> <INPUT
TYPE=SUBMIT> </FORM> </BODY> </HTML>
This HTML file, entitled "Forward Number Collection Form", contains
a single form called "CollectForwardNumberDigits". The form is to
be "filled out" by the browser and then submitted to the web server
from which the web page originated using the HTTP POST method. The
web server should then pass the form data to the program identified
by the address "/CGI-bin/processForwardNumber".
The form instructs the browser to go into IVR (Interactive Voice
Response) mode (disables the browser's forward and back "buttons").
The form next informs the browser to play an audio file (=msg),
which prompts the caller for a destination number. The browser is
informed to then collect a maximum of numDigits digits, with a 5
second timeout between digits. The results of the digit collection
are populated into the field named "digits", where the default
value is "". After this field is filled out, the form is
submitted.
Example: Call Completion Form <HTML>
<HEAD><TITLE>Call Completion
Form<TITLE></HEAD> <BODY> <FORM
NAME="PerformCallCompletion"METHOD-"POST"ACTION=cgi-bin/
process.backslash.callCompletionResults">
<NAME="IVR"></A> <INPUT NAME=call_CompletionResults
TYPE=HIDDEN CLASS=CALL_COMPLETION DN=dialedNumber RINGS=3 RETRIES=0
VALUE="FAILURE"> <INPUT TYPE=SUBMIT> </FORM>
</BODY> </HTML>
This HTML file, entitled "Call Completion Form", contains a single
form called "PerformCallCompletion". The form is to be "filled out"
by the browser and then submitted to the web server from which the
web page originated using the HTTP POST method. The web server
should then pas the form data to the program identified by the
address "/CGI-bin/processCall completion Results".
The form instructs the browser to go into IVR mode (disables the
browser's forward and back "buttons"). The form next informs the
browser to attempt call completion to a particular DN
(=dialedNumber). The browser should allow for 3 rings before giving
up, and should not retry call completion. The results of the call
completion attempt are populated into the field named
"CallCompletion Results", where the default value is "FAILURE".
After this field is filled out, the form is submitted.
The above is one example of the application of Applicants'
invention. Many other embodiments will be apparent to those of
ordinary skill in the art. The invention is only limited by the
attached claims.
* * * * *